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National Westminster Bank Plc

Financial Ombudsman decision DRN-5385890 Upheld

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Complaint handling, Service failure

In the Ombudsman’s words

I agree with the investigator that NatWest should have provided Mr W with an explanation and reassurance that the biometrics system had worked correctly.Complaint handling

I agree with the investigator that the information was a little misleading and this led to a delay in Mr W reporting theft of his phone to his provider and allowing money to be stolen from another of his bank accounts.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5385890.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.